Manager of Member Relations/Sr Manager of Member Relations (Full Time)
Location: Palmer

Position - Status

MANAGER OF MEMBER RELATIONS/SR MANAGER OF MEMBER RELATIONS REGULAR FULL TIME

Who can apply?

MEA Employees & the General Public

Posting Date

August 17, 2026

Closing Date

Open Until Filled

Department

Administration

Annually/Grade

$130,499 Min DOE Grade 15

$144,123 Min DOE Grade 17

Union Representation

N/A

Hours of Work

8AM-5PM

Work Location

Palmer, AK

PURPOSE

This position is responsible for directing the Associations Member Relations Section of the Public and Member Relations Division. The areas of responsibility include member service, collections, meter reading, member accounts, and member billing and account services. This position manages these functions directly and through supervisory positions. This position functions as an integral part of the Public and Member Relations team and collaborates with Public Relations, Information Technology, Finance and Accounting, Operations, Engineering, and Legal, delivering superior services to our members.

ESSENTIAL FUNCTIONS OF THE POSITION

1.Effectively manage and direct the member relations department: determine all responsibilities, ensure authorizations and reporting relationships are understood and reflected in the operations, and delegate appropriate authority while retaining overall oversight accountability.

2.Represent the Sr Director of External Affairs and Strategic Initiatives at Executive Staff and Board meetings as requested. Serves in an acting executive capacity as needed.

3.Develop and recommend any and all department employee development, succession, etc. consistent with applicable policies, procedures, and practices to develop a highly competent, motivated, and effective member relations team in delivering superior services.

4.Responsible for and, if necessary, approve employee training, hiring, promotion, discipline, termination, etc. Responsible for preparing and giving performance evaluations, establishing goals, monitoring performance, and developing employees.

5.Oversee and responsible for all functions in Member Billing and Account Services, Collections, Member Relations, as well as new construction to include ensuring superior service is provided in meeting members needs.

6.Recommend organizational structure and staffing to accomplish strategic goals effectively through the utilization of available resources. Approve job postings to replace existing positions when vacant.

7.Develop and recommend annual and long-range work plans and budgets for the department, vendors, staffing, and required equipment.

8.Manage processes to ensure state and federal regulatory compliance in the areas of The Bank Secrecy Act (BSA), Red Flag, Identity Theft, collection practices and billing laws.

9.Responsible and primary contact for all Regulatory Commission of Alaska member complaint investigations as well as submitting the official MEA response.

10.Manage any and all department processes including procedure, service specifications, manuals, etc.

11.Manage any and all member issues.

12.Assist with the resolution of member hazards to include correction of all meter base safety hazards or request of an immediate disconnect, etc.

13.Oversee system tampers to ensure safety and reliability of equipment, collect lost revenue and mitigate future risk in flagrant cases. Recommend criminal charges in accordance State Statue when necessary and, when needed, respond to all department legal matters.

14.Ownership of the After-Hours Response Team to ensure the Dispatch department has available and informed staff to work with members during a power outage.

15.Work directly with the CIO to resolve cybersecurity threats or breaches, including possibility of a system breach via a vendor. Collaborate with the CIO to investigate, report and resolve issues.

16.Lead cross-departmental teams for special projects, including process improvements and member service initiatives.

17.Collaborate with departments across the Association to assure consistent, high-quality, member-oriented functions.

18.Responsible for the preparation of membership rolls, along with the integrity and compliance of election mailouts and voter verification. In addition, manage the registration and mail-outs for membership meetings.

19.Supervise Election overseer contract.

20.Prepare and present reports to the Board and members as necessary.

21.Responsible for the preparation of capital credit allocations and retirements.

22.Complete special projects and requests from executive management team.

23.Relationship management for key members and stakeholders including utility peers and community members and represents the Association in a positive manner through requested involvement in community affairs.

24.Member of the Associations Emergency Response Team.

25.Promote a safety culture in which safety is a value. This culture is based on joint and individual engagement, ownership, and accountability regarding job safety and responsibility to perform work safely and adhere to safe work practices.

26.Perform other duties as assigned or as appropriate to this position.

The above items are not intended to be all inclusive of the essential functions or requirements of this type of work as they are subject to change based on operating necessity. The employee will also perform other related business duties as assigned by the immediate supervisor and other management personnel.

ESSENTIAL POSITION REQUIREMENTS

Manager of Member Relations

Qualified candidates are required to have:

A bachelors degree in a relevant discipline or relevant equivalent experience.

Five (5) years of management experience in the areas of member billing and accounts, member services, and/or collections preferably in the utility industry or nonprofit cooperative environment.

Preference may be given to those candidates with:

Experience in multiple listed areas preferred.

An educational emphasis in business administration, business management, communications, finance marketing, or other closely related area.

Experience in progressively responsible, successful customer/member service and accounts management in a cooperative or utility environment.

Qualified candidates must have a valid Alaska drivers license (or ability to obtain as required under State of Alaska regulations) and a driving record, which is acceptable and insurable by the Association and the Associations insurance carrier at standard group rates.

Sr Manager of Member Relations

Qualified candidates are required to have:

A bachelors degree in a relevant discipline or relevant equivalent experience.

Ten (10) years of progressively responsible management experience in the areas of member billing and accounts, member services, and/or collections preferably in the utility industry or nonprofit cooperative environment. Experience in multiple listed areas preferred.

Preference may be given to those candidates with:

An educational emphasis in business administration, business management, communications, finance marketing, or other closely related area.

Experience in a senior manager role in a cooperative or utility environment.

Qualified candidates must have a valid Alaska drivers license (or ability to obtain as required under State of Alaska regulations) and a driving record, which is acceptable and insurable by the Association and the Associations insurance carrier at standard group rates.

KNOWLEDGE, SKILLS AND ABILITIES

Support a culture of safety excellence through active involvement in safety improvement and promote a sense of shared responsibility for safety.

Advance knowledge in member or customer service management and oversight.

Knowledge and ability in developing and administrating processes and procedures.

Knowledge and skill in basic statistics, percentages, addition, subtraction, multiplication, and division.

Knowledge and skill in Microsoft Office Suite.

Advance skill in developing and maintaining positive, effective working relationships with members and co-workers.

Advance skill in collaborative leadership and organizational management.

Advance skill in relationship building.

Advance skill in de-escalation and resolution management.

Advance skill in supervision, leadership, motivation, and persuasion.

Skill in professionally communicating, verbally and written, with diverse audiences to include resolving issues.

Skill in solving problems and making decisions in a thorough, logical, and strategic manner whether in a team or independently.

Skill in preparing detailed and professional reports for management and measuring results.

Skill in effective and professional verbal, telephonic, and written communication.

Skill in innovating, creating, and developing solutions to assignments.

Advanced ability leading employees and effectively representing the Association with members and in the community.

Advance ability and experience in hiring, discipline, appraising performance, coaching, and other supervisory skills.

Ability to recognize organizational needs, seek innovation, investigate, and implement effective new strategies and procedures.

Ability to work independently and efficiently, keeping others appropriately informed.

Ability to effectively select, develop, and influence in achieving consistent, excellent performance.

Ability to produce cogent presentations, contracts, and other written documentation.

Ability to read, analyze, and interpret legal documents.

Ability to logically solve problems using sound judgment and decision-making methodologies.

Ability to facilitate cooperation and work functionally across all levels of the organization.

Ability to establish and monitor effective internal controls.

Ability to self-motivate improvement based on successes and failures.

Ability to effectively delegate and collaborate with others to accomplish assignments.

Ability to lead the corrective action and continuous improvement processes within area of responsibility.

Ability to drive problem-solving, decision-making and accountability within team.

Embrace and embody the Associations Core Values through decisions, actions, attitude, and behavior to directly contribute to the success of the organization.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position; this list is not inclusive of all the physical demands that may be required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical demand activity percentages:

Major occurs 60% or more of work time.

Moderate occurs between 20-60% of work time.

Minor occurs less than 20% of work time.

Physical demand requirements:

Ability to understand, read, and carry out written instructions.

Ability to understand, read, and verify documents electronically, verbally, or hard copy.

Major amount of sitting, turning/twisting, handling of items, finger use, feeling/touching of items, eye-hand coordination, foot-hand-eye coordination, communicating, hearing, and seeing.

Moderate amount of walking, lifting/carrying/pushing up to twenty (20) pounds, and stair climbing.

Minor amount of standing, pushing of items, ladder climbing, balancing, kneeling, crouching, crawling, and bending at waist.

ENVIRONMENTAL CONDITIONS

The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This position primarily works in an office setting.

Incumbent must be able to travel to other Association offices and organizations to attend meetings, programs, seminars, etc.

EMPLOYMENT STATUS

This position is classified as an exempt, non-represented position; and therefore is not eligible for overtime compensation. All Association employees are expected to work widely varying amounts of time outside the normal shifts to assist in power restoration or other needs of the Association.